Government at a Glance 2013

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Government at a Glance 2013 provides readers with a dashboard of key indicators assembled with the goal of contributing to the analysis and international comparison of public sector performance. Indicators on government revenues, expenditures, and employment are provided alongside key output and outcome data in the sectors of education and health. Government at a Glance also includes indicators on key governance and public management issues, such as transparency in governance, regulatory governance, new ways in delivering public services and HRM and compensation practices in the public service. While measuring government performance has long been recognized as playing an important role in increasing the effectiveness and efficiency of the public administration, following the economic crisis and fiscal tightening in many member countries, good indicators are needed more than ever to help governments make informed decisions regarding tough choices and help restore confidence in government institutions.

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Citizen satisfaction with public services

Measuring users’ satisfaction with public goods and services is at the heart of a citizen-centric approach to service delivery and an important component of organisational performance strategies for continual improvement. Perception data are commonly used to evaluate citizens’ experiences with government organisations and obtain their views on the outputs received. Such information can help public managers identify which elements of service delivery drive satisfaction, as well as monitor the impact of reforms on end-users. Measuring citizen satisfaction is also a means of allowing policy makers and managers to better understand their customer base, helping to identify sub‑groups of users and needs or gaps in accessibility. Moreover, citizen satisfaction can be an important outcome indicator of overall government performance.

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